MARY HEGSTROM
Iron River
Summary
People focused, compliance-driven Retail Director with extensive multi-location leadership experience in highly regulated environments. Proven ability to build, coach, and retain high-performing teams while ensuring adherence to state and federal regulations.
Overview
10
10
years of professional experience
Work History
Retail Director
Higher Level Employment Services
04.2025 - Current
- Lead the overall retail customer experience strategy across all Higher Love locations, ensuring every store delivers a consistent, welcoming, and engaging environment
- Translate company vision and brand standards into day-to-day store execution that enhances guest satisfaction and increased loyalty.
- Develop, coach, and support retail teams to create knowledgeable, service-driven interactions that elevate the guest journey.
- Oversee in-store operations to ensure seamless, efficient experiences from beginning to end.
- Work directly with store leadership to identify and improve key guest touchpoints and service opportunities.
- Daily use of Dutchie to optimize the digital shopping experience.
- Ensure compliance and accuracy through METRC.
- Utilize Microsoft Office on a daily basis.
- Monitor and drive performance metrics through the lends of continually improving the guest experience.
- Align staffing, training, and scheduling with traffic patterns to ensure optimal customer satisfaction.
- Champion a culture that balances operational excellence with authentic, hospitality-driven service.
Assistant/General Manager
Higher Level Employment Services
03.2021 - 04.2025
- Led daily retail operations with a primary focus on delivering a consistent, high-quality customer experience with every transaction.
- Championed a customer-first culture by coaching teams to provide knowledgeable, personalized service that drives loyalty and repeat guests.
- Managed daily store operations, from opening and closing the store, to balancing cash drawers, to hiring and firing.
- Analyzed customer behavior and key performance metrics (conversion rate, basket size, retention) to identify opportunities for experience improvement and revenue growth.
- Developed and implemented training programs to elevate product knowledge, service standards, and team confidence in customer interactions.
- Daily use of Dutchie, METRC, ProCanna, Microsoft Office.
- Partnered with marketing and leadership teams to execute promotions and in-store initiatives that enhance brand experience and drive traffic.
- Fostered a positive, performance-driven team culture focused on accountability, engagement, and hospitality.
- Resolved customer concerns quickly and effectively, turning feedback into actionable improvements in service and operations.
- Led continuous improvement initiatives to streamline processes while elevating the overall guest experience.
Bar/Service Manager
Youngs Golf, Recreation, and Dining
08.2016 - 04.2021
- Delivered exceptional guest experiences by maintaining a high-energy, welcoming environment and ensuring consistent, high-quality service standards.
- Trained and coached bartending staff on customer engagement, product knowledge, and service efficiency to drive repeat business and positive reviews.
- Managed daily bar operations, including inventory control, ordering, and vendor relationships to ensure product availability and cost efficiency.
- Enforced OSHA safety standards and workplace regulations, maintaining a safe environment for both employees and guests.
- Conducted routine safety inspections and ensured proper handling, storage, and labeling of chemicals and hazardous materials.
- Trained staff on safety procedures, including spill response, equipment handling, and emergency protocols to minimize workplace incidents.
- Implemented sanitation and cleanliness standards in compliance with health and safety regulations.
- Monitored and optimized workflow behind the bar to reduce wait times and improve service speed without sacrificing quality.
- Handled customer concerns and conflict resolution professionally, turning challenges into positive guest experiences.
- Analyzed sales trends and customer preferences to adjust menu offerings, promotions, and staffing levels.
- Maintained accurate cash handling, reporting, and compliance with company policies and regulatory requirements.
- Fostered a team-oriented culture focused on accountability, safety, and exceptional hospitality.
Education
Associates Degree - Paralegal
Northeast Wisconsin Technical College
01-2016
Skills
- Team Leadership
- Staff Coaching
- Guest Experience
- Compliance
- Inventory Management
- Vendor Relations
- Budget Management
- Cost Control
- Service Standards
- Building Culture
Timeline
Retail Director
Higher Level Employment Services
04.2025 - Current
Assistant/General Manager
Higher Level Employment Services
03.2021 - 04.2025
Bar/Service Manager
Youngs Golf, Recreation, and Dining
08.2016 - 04.2021
Associates Degree - Paralegal
Northeast Wisconsin Technical College
ABOUT ME
I am a people-first leader with a passion for building accountable teams and creating efficient, compliant operations. I excel at balancing regulatory requirements with a positive workplace culture that supports both team success and business goals.